From the course: Design Thinking: Customer Experience

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Airbnb: A strong customer relationship

Airbnb: A strong customer relationship

From the course: Design Thinking: Customer Experience

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Airbnb: A strong customer relationship

- While many organizations have a desire, or even a mandate, to improve their customer experience, many of them lack the ability to turn their good intention into action. Using a relationship framework to evaluate customer experience helps organizations to measure success and identify opportunities for improvement. Let's look at a hypothetical customer experience I created for Airbnb and their target customer: the Experience Explorer. We'll measure the strength of their customer relationships using the three tenets from our relationship framework: breadth, depth, and consistency. And to do this, we first need to map out the major components of the Airbnb customer experience. At the top of the screen, we have the Experience Explorer archetype, and the stages and activities they go through across their end-to-end travel journey. From the Dreaming stage, where they might be looking to get inspired for a weekend getaway, all the way through the Sharing stage, where they might recap the…

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